Lead Specialist – Insurance Operations

Company:

Marsh McLennan Agency

Description:

Marsh is seeking candidates for the following position based in the Gurugram office.  

Lead Specialist – Insurance Operations (Grade D1) 

What can you expect: 

• An opportunity/place to exhibit your skills, understand services which are integral part of Insurance broking lifecycle, enhance your knowledge, provide improvement ideas on work which is recently transitioned or to be transitioned. 

• As a new colleague or new to the service line, you will be provided with Business Overview/Insights, Team dynamics & Operating Model, Roles & Responsibilities for each level, Expectations of various stakeholders to make you successful in this role 

• He/she coordinates with key stakeholders across business and functions to determine development needs of various stakeholder groups, develops, and ensures training is crafted for the right audience at the right time, through the right channel, in a consistent and engaging format. 

• He/she ensures a new joiner/colleague is well equipped to understand the process nuances and in turn enabling a smooth transition of the colleague into the process i.e. plays a key role in evolution of a colleague in terms of pre-process functionalities 

• Maintain all process related SLA and quality are maintained  

What is in it for you? 

• Discover what's great about working at Marsh and McLennan Companies – from the opportunities that our size brings, to our commitment to our communities and understanding the benefits you’ll receive. We are four businesses with one PURPOSE: helping companies meet the challenges of our time. 

• As a global leader in insurance broking and risk management, we are devoted to finding diverse individuals who are committed to the success of our clients and our organization. Joining us will provide a solid foundation for you to accelerate your career in the risk and insurance industry. You will join a team of talented professionals from across the globe which is dedicated to helping clients manage some of the world's most challenging and complex risks. We can promise you extraordinary challenges, extraordinary colleagues, and the opportunity to make a difference. 

• Our rich history has created a client service culture that we believe is second to none. Our commitments to Diversity and Inclusion, Corporate Social Responsibility, and sustainability demonstrate our commitment to stand for what is right. 

• As a Marsh and McLennan Company colleague, you will also receive additional benefits such as: 

• A competitive salary 

• Employee friendly policies 

• Health care and insurance for you and your dependents 

• Healthy Work life balance 

• A great working environment 

• Flexible benefits packages to suit your needs and lifestyle 

• Future career opportunities across a global organization 

• Holidays (As Per the location – the final decision will depend on business requirements at that time) 

• Shared Transport (Provided the address falls in accepted service zone) 

We will count on you to: 

• Our team is new but growing at fast pace with a vast diversity in the experience that each colleagues has i.e. campus and professionals from either insurance sector or different industry – ensure these colleagues understand the Organizations culture and services which are integral part of Insurance broking lifecycle 

• Be an integral part of the team, play a key role in building and transitioning functional capability to the service centre, address any knowledge related queries, cement the learning gaps (if any) and conduct regular refreshers to check the retention levels of learnings provided 

• Ensure adherence to monthly tests to evaluate colleagues a regular intervals 

• Identify best practices that are followed across the industry and tailor them as per our needs 

• Supports the senior leaders in the development of core content and execution strategy for process efficiencies and strategic outcomes.  

• Develop and identify problem areas in process and develop preventive measures 

• Determines best method and channel to address various training needs. 

• Ensure adherence to performance matrix  

• Drive team performance and delivery quality results  

• Maintain business SLA and quality needs of the process 

• Ensure adherence of self and team to RTO expectation 

• Highlight process challenges in a timely manner  

• Liaison with deputy managers and drive results  

• Maintain staffing and forecasting needs of process  

• Identify opportunities of learning in process and tag preventive measures  

• Analyze root cause of issue and form action plans.  

• Lead and ensure deadlines are met E 

• Ensure conflicts if any, are resolved 

  

• Compliance, Regulatory and Procedural Responsibilities 

• Ensure that all statutory regulations and company procedures are followed to protect clients, colleagues and the business interest of the company 

• Appropriate usage of Marsh Speciality's systems to monitor, record and retain information 

• Demonstrate clear understanding of regulatory requirements 

• Proactively ensures compliance with regulatory and risks framework 

• Adheres to policies, guidelines and operating procedures 

• Keeps own knowledge and expertise up to date and relevant 

• Identifies and evaluates risks appropriately. Recognises how own actions impact on compliance  

What you need to have:       

• 4+ years of experience in Lead the team in training, quality control, and coaching to enhance team performance 

• Preferred - US insurance industry and process experience (Loss run/Loss Summary transactions)

• Strong verbal and written communication skills for effective collaboration with team members and stakeholders. 

• Proven ability to train and mentor team members, promoting accountability and ownership. 

• Experience in leading training, quality control, and coaching to enhance team performance. 

• Competency assessment completion by management to ensure comprehensive task understanding. 

• Skilled in developing, amending, and improving Standard Operating Procedures (SOPs). 

• Effective workload management and task processing to meet turnaround times per SOP. 

• Proficient in identifying issues and implementing timely solutions. 

• Ability to thrive in a fast-paced environment and adapt to changing priorities. 

• Strong time management, attention to detail, organizational, prioritization, and multi-tasking skills. 

• Good understanding of the insurance industry (Loss run/Loss Summary transactions)

• Proficient in Microsoft Office (Word, PowerPoint, Excel). 

• Quick learner with adaptability to technology (e.g., Sagitta, BenefitPoint, Epic, ImageRight, CSR-24, Indio, Smartsheet). 

• Possession of a P&C Brokers License or willingness to obtain. 

• Willingness to work in Shifts (02:30 PM to 11:30 PM or 6:30 PM to 3:30 AM)  

What makes you stand out: 

• Excellent Program Management skills 

• Experience in designing development programs 

• High expertise in facilitating development programs 

• High attention to detail 

• Engaging with crowd and identifying areas where assistance is required 

• Being competent in one of the Marsh US processes 

• Any Insurance related certification  

While the above are basic requirements mentioned, the role may not be limited to only these listed.  

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. 

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person